Disneyland

Review: We planned our vacation in part so we could ride Big Thunder Mountain Railroad. It has been under refurbishment for 1 year. Its refurbishment was supposed to be completed by February 1st. This is already after its refurbishment deadline has been pushed back once. Now we learn that its deadline for re-opening has been pushed back a second time, to march. On top of that, we recieved only 8 days notice, on February 23rd.We cannot get a refund for our flight and hotel. If we would have had at least three weeks notice, we could have delayed our vacation. We understand that attractions sometimes go down, but a little notice would go a long way. Certainly more than 1 week's notice.Desired Settlement: It would be nice to receive some sort of compensation. Maybe around $60 so our party of 4 could have a nice lunch to make up for the dissapointment.

Business

Response:

January 29, 2014

Review: The tickets for Disneyland were purchased online months in advance. Vouchers were taken to the ticket booth at Disneyland to get the actual tickets. We requested where to get a wheelchair, as our dad

has kidney failure and diabetic, and cannot walk for long amounts of time. We were pointed inside the park. We waited in line for a bit (lines were long, it's Summer) before entering the park. Upon entering,

we were pointed to somewhere outside the park in order to get the wheelchair. We trekked back out to get it. After waiting there, we finally got the wheelchair & thought we were good to go. Waited in line

again to get into the park, and off we went! We understood that having a wheelchair would mean we'd have to get a fast pass of sorts to return to rides, and that Disneyland would make sure people couldn't

try to get around or beat the system by getting a wheelchair. My problem is not their system, as I feel it's the best it could be, but employees. The way we were treated by employees was appalling! We had one man who tried to scan our tickets so we could return tell us that he didnt have internet,

and we could maybe try again tomorrow. This was after he mentioned my dad not having a boot on his feet or anything. What in the world did that matter? He's sick and can't walk, and is obviously elderly and needed a wheelchair. Immediately after we turned away, another family

walked up and he was able to miraculously scan their tickets, and didn't bother to say 'oh it's working' or anything, as we were still within 5 feet of him! Off we go to Fantasyland, where we have 2 additional employees be incredibly rude to us and

unaccommodating. I understand, a wheelchair can be a hassle, you have to stop your ride. The way they handled the situation was uncalled for and made us feel bad and unwanted. I would like Disneyland to not only acknowledge that this is not okay

to treat customers like that, but to have better training on whats acceptable in these circumstances.Desired Settlement: I would like an apology from Disneyland for making it's customers feel unwanted, we watched this happen to multiple people and it's already hard being handicapped, we don't need the unnecessary rudeness as a burden too.

Business

Response:

August 28, 2014

Review: On November 5, 2015, my family and I went to Disneyland, California. We've been traveling all the way from Virginia in anticipation to show our youngest son this park. We paid full addmition prize, only to find out that two major attractions are closed (Jungle cruise and It's a small world), we needed to find it out personally, because it wasn't mentioned anywhere on the map or in a flyer. Additional to that the attraction Splash Mountain was unexpected closed, when our fastpasses've been due and very stressed out and annoyed employe refused to tell us what happened and when we should come back, telling us only one phrase "I don't know!".

With luck of any information and overcrowding we lost a lot of valuable time and caused a lot of stress.

The other big issue was how employes of the park managed the costumers during the parade time. Again, there were no information about the route parade will go and what place we should take in order to see it. Only, just before the parade time employes started to pull the ropes and hoard people like cattle animals. We didn't have a chance to fit in a roped space, because people have been jam-packed. Then stressed out employes with glowing sticks started to make move the stranded pedestrians, screaming at us "Go away!". Which resulted in my child crying and being afraid of this pushy screaming people.

At the end we didn't have a chance to see parade.Desired Settlement: I request partial refund by Disney for the not working attractions, not providing guests with information and poor management of the crowd (who are customers and don't deserve to be treated in a rude way).

Business

Response:

November 20, 2015

Review: I booked my family vacation back in May to go to Disneyland. When I purchased my tickets I was not told I was going to be kicked out of the park early because they were having a Halloween party. I could not purchase a Halloween party ticket because it was sold out. If I am not going to be allowed to stay until 11pm then I should not have been sold a full price ticket and should have been told I would be kicked out early when I purchased the tickets.Desired Settlement: I would like a partial refund since I was not allowed to stay for the entire day.

Business

Response:

October 10, 2015

Review: We are annual passport holders of Disney. As it is well known, Disney suffered a measles outbreak in the middle of December and another outbreak in the middle of Jan with 5 of their cast members involved. A facility is not declared measles free until 21 days past the last known exposure. As physicians, my husband and I have self-quarantined our family from Disneyland. We have a 1 year old baby that was unvaccinated at the time of the initial outbreak. I called Disneyland customer service in the middle of Feb around the end of this self-imposed quarantine and was given the following options as compensation for our loss of use during this time.

A freeze of our benefit dating 30, 60 or 90 days from the date of my call (2/13/2015) with the corresponding time added to the end of my pass (i.e. the expiration date will be pushed out 30,60 or 90 dates). This appears unusually punitive, as I've already self-quarantined at the advice of pediatrician and the California Health Advisory issued warning infants to not go to Disneyland. I last went to Disneyland on 12/18/2015.

I already lost 60 days of my Disneyland pass benefit when I called, to ask me to lose another 60 or 90 days is in fact not compensating at all for the time already lost.

I explained this to the customer service agent and asked her to post date the start of the freeze to 12/19/2014. After consulting with her manager, she refused. Hence the filing of the complaint. I should not have to be held responsible for Disneyland's arbitrary rule that compensation can only start from the date of the phone call. This was not communicated to us via mail or phone message or email. Clearly Disneyland is amenable to give compensation, then they should be ask to do this fairly and credit me for the time already spent away from their facilities.Desired Settlement: Credit should be given in terms of days starting on 12/19/2014

I desire a 60 day credit starting that day

Which would mean 2/18/2015 is when I'm again able to go to the park

60 day extension will be added to my and my husband's annual passes expiration date.

Business

Response:

March 11, 2015

Review: I reached out to your Guest Relations Department in regards to an issue that had occurred at Disneyland with my family. I was then transferred to the Guest Claims department. They informed me of their policy and emailed over a form that needed to be filled out. I received the email on November 25, 2015. I printed off the document and filled out all the paper work that they needed. When I has talked with the Guest Claims department they informed me of the ticket needed... I informed them I didn't have that available however I have my bank statement that can show proof. They took that information down, and requested I send it back. I filled out all the paperwork and submitted all the information they needed. I never got any response back from them. I reached out to them yesterday, January 21, 2016. To which they said they received the paper work and someone would follow up with me. I then waited for the call back, I called back the following day January 22 2016. And was told a manager would get in touch with me. Their office is closing soon so more then likely they won't get back to me until Monday or Tuesday. I agreed. I got a call at 4:51PM your time. By Department Manager [redacted] he seemed very short of patience and basically told me he wasn't willing help me or my family out. He proceeded to be very rude and almost as if he had to leave and didn't want to go over everything. I asked for more patience so I can pull up the forms for him, at just after 5PM his time he said," I am not going in circles anymore with you, I am disconnecting this call." This seemed completly random because I was asking him to hang on so I can pull up some of the documentation he was asking for. I just felt like it was time for him to go, he had no patience and hung up the call. I waited months for this feedback, jumped through hoops to get the documentation he needed. Just for him to be rude and say I am not helping you. I feel like this was a horrible experience, and very upsetDesired Settlement: I originally purchased (4)2 day park hopper tickets. My family and I got sick from the food that was eaten at the park. We were unable to visit on the second day. I am requesting this second day be replaced to us, this would be (4) 1 day park hopper tickets.

Business

Response:

January 29, 2016